Customer Resource Manager job opportunity at General Motors.

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General Motors Customer Resource Manager
Experience: 5-years
Pattern: Remote
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degreeHigh School (S.S.C.E)
loacation Remote - Washington, United States Of America
loacation Remote - Washi..........United States Of America

Job Description Remote:  This position does not require employee to be on-site full-time to perform most effectively. The employee’s role enables them to work off-site on a permanent basis. This position requires an employee to cover territory visits to dealerships in a reoccurring frequency. The territory covers dealerships within the entire Western Region.  The selected candidate must live within a 50-mile radius of Seattle, WA or relocate to assigned territory. This job may be eligible for relocation benefits. The Role The Customer Experience Team within Customer Care and Aftersales (CCA) is laser focused on delivering a leading customer experience. We attract more customers by focusing on processes which drive retention and contribute to the revenue that we generate in CCA. We elevate every customer engagement to improve outcomes for our dealers and customers. We remove obstacles and provide support to our field team to drive high-impact process improvements which help build trust with our field partners, dealers and end customers.   The Customer Resource Manager has a passion for delivering exceptional customer experiences by handling and resolving issues in a timely manner. They own critical customer interactions and advocate for the customer bridging communications between the Customer Assistance Center, the dealership and our field team.  This is a high-profile role which interacts directly with our Business Resource Center facilitating repurchases and exchanges, goodwill, policy and CSI exception to help resolve customer issues. They will be highly engaged with key customer issues including cases involve the Better Customer Bureau (BBB), state agencies including supporting Lemon Law processes as well as small claims or other arbitration dispute resolutions.  What You'll Do (Responsibilities) Develop and innovate new solutions to create a world class customer experience.   Take full ownership of customer issues, managing each case from initial contact through to resolution to ensure a positive outcome.  Utilize superior communication skills and problem-solving abilities to optimize workflow and reduce bottlenecks for our customers to improve the outcomes.  Analyze customer and dealer data to support process improvements for our dealers to ensure customers are satisfied with the time to complete their vehicle service visit and that the vehicle was fixed right the first time.  Manage interactions with the Customer Assistance Center and our retail field partners including end-to-end execution for high-profile referrals.  Coordinate empowerment and goodwill initiatives and lead training on the available tools.  Attend and participate in local dealer and field team meetings to help dealers identify opportunities and trends to drive process improvement. Act as the Regional Liaison with the outside agencies representing our customers. Including attending hearings or depositions if needed.  A passion for great customer experiences as well as an automotive industry acumen and versatility to work cross functionally across the organization and engage effectively with our retail dealer body.  Your Skills & Abilities (Required Qualifications) ​ Bachelor’s degree or equivalent experience 3-5 years of experience in automotive sales, marketing, or a related field.  Strong interpersonal skills and ability to work with others within and outside the organization Strong planning, time management and organizational, and computer skills A valid driver’s license is required Ability to travel up to 25% Compensation: The compensation information is a good faith estimate only. It is based on what a successful applicant might be paid in accordance with applicable state laws. The compensation may not be representative for positions located outside of New York, Colorado, California, or Washington.  The salary range for this role is ($105,600 - $140,700). The actual base salary a successful candidate will be offered within this range will vary based on factors relevant to the position. Bonus Potential: An incentive pay program offers payouts based on company performance, job level, and individual performance. Benefits: GM offers a variety of health and wellbeing benefit programs. Benefit options include medical, dental, vision, Health Savings Account, Flexible Spending Accounts, retirement savings plan, sickness and accident benefits, life insurance, paid vacation & holidays, tuition assistance programs, employee assistance program, GM vehicle discounts and more #LI-AP1 

GM does not provide immigration-related sponsorship for this role. Do not apply for this role if you will need GM immigration sponsorship now or in the future. This includes direct company sponsorship, entry of GM as the immigration employer of record on a government form, and any work authorization requiring a written submission or other immigration support from the company (e.g., H1-B, OPT, STEM OPT, CPT, TN, J-1, etc).



The selected candidate will be required to travel on a regular basis (25-50%) for this role.

This job may be eligible for relocation benefits.

This position requires the ability to legally operate a motor vehicle on a regular basis and successfully complete a Motor Vehicle Report review.

 About GM Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all. Why Join Us   We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee to feel they belong to one General Motors team. Benefits Overview From day one, we're looking out for your well-being–at work and at home–so you can focus on realizing your ambitions. Learn how GM supports a rewarding career that rewards you personally by visiting Total Rewards resources . Non-Discrimination and Equal Employment Opportunities (U.S.) General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers. All employment decisions are made on a non-discriminatory basis without regard to sex, race, color, national origin, citizenship status, religion, age, disability, pregnancy or maternity status, sexual orientation, gender identity, status as a veteran or protected veteran, or any other similarly protected status in accordance with federal, state and local laws.  We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire . Accommodations General Motors offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us or call us at 800-865-7580. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.

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